Customer Care, Technical Support

Encoura

Technical support role at Encoura assisting customers with online learning products and technical issues. Providing troubleshooting and empathetic service while managing support tickets.

Posted 6/22/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $13 per hourWebsite

About the role

Key responsibilities & impact

Serves as the first point of contact for customers needing technical support via phone and email.
Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment.
Troubleshoots hardware and software issues, ensuring a smooth user experience.
Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution.
Handles multiple tasks simultaneously and escalates issues promptly when needed.
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
Addressing student families concerns
Providing introductory information to new users on various products
Providing delightful, efficient, and accurate resolutions to customer inquiries
Demonstrating empathy, patience, and flexibility during phone calls
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Documenting information into web-based ticketing system
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Participating in internal training programs to expand knowledge and support multiple clients

Requirements

What you’ll need

Excellent English written and oral communication proficiency (equivalent to CEF C1 level or above).
Computer knowledge and multi-tasking with internet navigation skills
Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation.
High school diploma or
Must be at least 18 years old
Willing to accept seasonal, full time, 40 hours a week
Must reside within approved state*
Able to work from home with Home Internet that meets the following requirements:
30 Mbps download
15 Mbps upload
100ms ping or less
Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
Wi-Fi is allowed; wired connection required if WiFi becomes unstable
Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.
College degree or some college completed preferred
1 or more years of customer service experience preferred

Benefits

Comp & perks

Receive paid training and ongoing support
Gain hands-on experience in customer experience and tech-enabled services
Support a mission-driven environment serving students and educators
Strengthen core skills like communication, customer service, and multitasking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporthardware troubleshootingsoftware installationcomputer maintenanceprinter maintenanceinternet navigationticketing system documentationmulti-taskingfirst-call resolutiononline learning software

Soft Skills

communication proficiencyempathypatienceflexibilitycustomer serviceproblem-solvingorganizational skillsprofessionalismactive listeningteam collaboration

Certifications

CLEAR™ identity verification